iGovTT
Piarco
Job Description
To lead the Airport Traveller Assistance operation during the assigned shift, ensuring that travellers receive consistent, efficient and professional service and that Client Service Specialists (CSSs) comply with approved procedures, privacy requirements and escalation protocols. The Supervisor is the first level of operational leadership and is expected to remain visible on the floor, actively manage service demand and perform CSS duties when necessary.
Key and Critical Responsibilities
<ul><li>Leads the start-of-shift briefing, confirms staff attendance and deployment, allocates positions and ensures the service point is operationally ready at all times as per shift rotation.</li><li>Actively monitors passenger flow, queues, workload and staff utilisation, repositioning CSSs as necessary to maintain service responsiveness.</li><li>Coaches CSSs in real time on customer engagement, communication, digital assistance, completion of forms on behalf of travellers, traveller review/confirmation, privacy and adherence to approved procedures.</li><li>Personally intervenes in complex, sensitive, escalated or dissatisfied-customer interactions and seek to resolve issues at the lowest appropriate level.</li><li>Performs CSS duties during demand surges, breaks, short-term absences or other operational needs while maintaining supervisory oversight.</li><li>Ensures matters outside ttconnect's remit are promptly referred to Immigration, airport authorities, airlines, customs, security or other responsible parties.</li><li>Maintains clear boundaries between digital/customer assistance and Immigration decision-making; immediately correct any practices that could create confusion for travellers.</li><li>Monitors equipment, connectivity, workstation readiness and supplies and coordinates or escalates faults affecting service delivery.</li><li>Ensures required shift records are completed, including staffing, service volumes, incidents, escalations, equipment issues and noteworthy passenger-flow conditions.</li><li>Conducts a structured handover to the incoming Supervisor, highlighting unresolved issues, expected demand, incidents and operational risks.</li><li>Reports material incidents, staffing concerns, service failures and emerging risks promptly to the Airport Traveller Assistance Manager.</li><li>Supports training, coaching, quality reviews and performance feedback for CSSs.<div><br></div><div><b>Key Performance Indicators:</b></div><ul><li>Consistent staffing and service readiness across the assigned shift.</li><li>Effective management of queues, traveller flow and peak-demand periods.</li><li>Compliance by the team with service, privacy, security and escalation procedures.</li><li>Timely and effective resolution or escalation of customer complaints and operational incidents.</li><li>Accuracy and completeness of shift reports, handovers and operational records.</li><li>Attendance, punctuality and performance management of assigned staff.</li><li>Demonstrable coaching and improvement in team service quality.</li></ul><div><br></div></li></ul>
Key Competencies
<ul><li>Frontline leadership and accountability</li><li>Customer recovery and complaint handling</li><li> Coaching and performance guidance</li><li>Operational judgement and decision making</li><li>Queue and workload management</li><li>Clear written and verbal communication</li><li>Conflict management and emotional composure</li><li>Integrity and confidentiality</li><li>Collaboration with multiple agencies and stakeholders</li><li>Attention to detail and reporting discipline<div><br></div><div><b>Special Conditions:</b></div><ul><li>Must be willing and able to work rotating day, evening and overnight shifts, including weekends and public holidays.</li><li>Must satisfy applicable airport access, identification, security and vetting requirements.</li><li>Must successfully complete all required operational and supervisory training.</li><li>Must be prepared to provide direct traveller assistance as a working Supervisor when operationally required.</li></ul></li></ul><p></p><ul></ul><p></p><p><b>Minimum Qualifications and Experience:</b></p><ul><li>Five (5) CSEC/CXC subjects including English Language, plus relevant supervisory/customer-service training; an associate degree, diploma or equivalent tertiary qualification would be an asset.</li><li>At least three (3) years of customer service experience, preferably in a high-volume public-facing, hospitality, tourism, airport, contact-centre or service environment.</li><li>At least one (1) year of team-lead, supervisory or comparable responsibility is preferred.</li><li>Strong competence with web-based applications, standard productivity tools and basic digital troubleshooting.</li><li>Demonstrated experience handling escalated customers, coaching staff and coordinating frontline operations.</li></ul>